When I respond to your ticket, if the matter is clearly resolved, I’ll mark it resolved and close the ticket. You can still re-open it if matters still aren’t resolved, then add a new reply to the ticket. But in matters where you may have further questions, the ticket will stay open after my response. Then if after a week you don’t respond to it, I’ll assume you have no further questions, and I’ll automatically close it. This is so I don’t have a long list of unresolved tickets in my helpdesk interface. You can still re-open any ticket if needed.